FAQs
FREQUENTLY ASKED QUESTIONS
About Our Products
Q: What makes your pet products eco-friendly? A: A variety of our products are made from sustainable, non-toxic materials that are safe for your pets and the environment. We prioritize biodegradable, recycled, and ethically sourced materials in our product selection.
Q: Are your products safe for all pets? A: Our products are designed to be safe for dogs and cats of all sizes. However, we recommend supervising your pet during initial use and checking product descriptions for specific size or age recommendations.
Q: Do you offer products for specific pet sizes? A: Yes! We carry products for small, medium, and large pets. Check individual product pages for detailed sizing charts and recommendations.
Shipping & Delivery
Q: Do you ship internationally? A: We currently ship to only United States of America and Canada! Shipping times vary by destination, typically 7- 15 business days depending one's location in the mentioned countries above.
Q: What are the shipping costs? A: We offer free shipping on ALL our orders.
Q: Will I have to pay customs duties? A: Customers are responsible for any customs duties, taxes, or import fees required by their country. These costs are not included in our product and shipping prices.
Q: How can I track my order? A: Once shipped, you'll receive a tracking number via email. You can track your package on our website or through the carrier's tracking system.
Orders & Returns
Q: Can I modify or cancel my order? A: Orders can be modified or cancelled within 24 hours of placement. After this time, orders enter processing and cannot be changed.
Q: What is your return policy? A: We accept returns within 30 days of delivery for unused items in original packaging. Customers are responsible for return shipping costs unless the item was defective.
Q: How long does it take to process refunds? A: Refunds are processed within 5-7 business days after we receive your returned item. The time to appear in your account depends on your payment method.
Product Care & Usage
Q: How do I clean eco-friendly pet products? A: Most of our products can be cleaned with mild, pet-safe detergents. Check individual product care instructions for specific cleaning recommendations.
Q: Are your toys suitable for heavy chewers? A: We carry toys designed for different chewing intensities. Check product descriptions for durability ratings.
Customer Support
Q: How can I contact customer service? A: You can reach us via email at support@ecourbanpaws.com or through our contact form. We typically respond within 24 hours during business days.
Q: Can you recommend products for my specific pet? A: Absolutely! Our team is happy to help you choose the right eco-friendly products for your pet's needs. Just reach out with details about your pet.